"Data Capture Upload Due" or “Data Capture Upload Required” message on DM300c, DM400c, DM300M, DM400M, DM475

Resolving Data Capture Upload Due or Data Capture Upload Required message on the DM300c-DM475
Products affected: DM300c™, DM400c™, DM475™ (G920), DM300M™, DM400M™, DM475M™ (G922)

Issue

The franking machine is displaying the message Data Capture Upload Due or Data Capture Upload Required and you may be unable to print postage and run mail.

Cause

Your franking machine requires a connection to the Pitney Bowes Data Centre.

Resolution

Before you begin
Make sure that your franking machine is connected to access the Pitney Bowes Data Centre using a SmartLink device, PC Meter Connect or a dial-up phone connection.

Important: You must make a connection before your franking machine will allow you to continue processing mail. We recommend that you do this as soon as possible after seeing the Data Capture Upload Due message in order to avoid any disruption. When Data Capture Upload Required is displayed, you must make a connection before continuing to use your machine.

Solution 1:
Follow the prompts on the franking machine's screen. Select Connect Now at the Data Capture upload Due/ Data Capture Upload Required prompt to make a successful connection.


Solution 2:
Perform a balance enquiry
  1. Press Refill Postage.
  2. Select Check PBP Balance.
  3. The franking machine connects to the Pitney Bowes Data Centre.
  4. When prompted, select Continue to return to the home screen.
Solution 3:
If after attempting Solutions 1 and/or 2, the franking machine is unable to connect to clear the error, reboot the franking machine by removing the power cord from the back of the franking machine, waiting for 2-3 minutes before reconnecting.
If you are connecting via a Smartlink device or LAN connection you will also need to reboot the connection method to re-establish the connection.

Related links

UPDATED: 18 May 2022